Migrate from Infoset to Gorgias

Infoset tickets map 1:1 to Gorgias tickets. We preserve ticket ID as Gorgias external_id for cross-reference, maintain Status (Infoset status maps to Gorgias ticket_status), Priority, and Assignee. The Infoset conversation thread is decomposed by message: each Infoset message record becomes a Gorgias Ticket message with channel metadata (email, chat, social) carried forward so agents see the correct channel indicator in Gorgias.

Infoset contacts map to Gorgias customers with standard field mapping: name, email, phone, and company link migrate directly. We map company association to Gorgias customer-company linkage. Any custom contact properties from Infoset map to Gorgias custom fields on the Customer object (Ticket and Customer are the only objects in Gorgias that support custom fields).Infoset contact language and timezone properties map to Gorgias customer language and timezone fields.

Infoset companies map to Gorgias customer records with the company role flag set. Gorgias does not have a separate Company/Account object; companies are represented as Customers with a company type designation. We create the company-type Customer record first, then link the associated contact-type Customer records to it via the customer_company relation.

Infoset agent profiles map to Gorgias agents by email match. We run owner reconciliation before record import: any Infoset agent without a matching Gorgias user account goes to a reconciliation queue for the customer's admin to provision. Agent role and permission levels from Infoset map to Gorgias agent permission groups.

Infoset email conversation threads are split into a Gorgias ticket with the channel field set to email. Each message within the thread becomes a Gorgias message record preserving sender, recipient, timestamp, and body. Inline attachments in email threads are extracted and re-attached to the corresponding Gorgias message records.

Infoset chat conversation threads migrate to Gorgias tickets with channel set to chat. We flag any chat messages falling outside the Infoset 3-month retention window before extraction and report the gap in the migration scope. Chat messages within the active retention window migrate with full timestamp, participant, and message content preserved. Chat file attachments (images, uploads) transfer as message attachments in Gorgias.

Infoset social channel conversations (Instagram, Facebook, Twitter/X) migrate to Gorgias tickets with the correct social channel indicator. We map the Infoset social channel type to Gorgias's supported social channel mappings (Facebook, Instagram). Message content, timestamps, and attachments preserve across the migration.

Infoset cloud call center records (call duration, IVR path, queue name, disposition) migrate to Gorgias tickets with channel set to phone. Call recordings are downloaded as binary blobs from Infoset and re-attached as file attachments to the corresponding Gorgias ticket message. Call metadata (duration, disposition, recording URL reference) maps to custom fields on the Gorgias ticket if the customer has configured phone ticket fields.

Infoset knowledge base articles export with full content, publication status, and category hierarchy. We map article content to Gorgias Help Center articles preserving title, body (rich text with inline images), and category assignment. Category hierarchy from Infoset translates to Gorgias Help Center categories and sections. Publication status (published, draft) migrates so that draft articles remain unpublished in Gorgias until the customer's admin is ready to publish.

Infoset macros and automations (ticket routing rules, auto-responses, outbound campaign triggers) are documented in a written inventory we deliver during migration handoff. The trigger conditions, actions, and routing logic are catalogued with Gorgias macro equivalents so the customer's admin rebuilds them in Gorgias Rules or Macros post-migration. Automated trigger-and-action logic does not transfer as code because the platforms use incompatible automation models.

Infoset connected mail accounts map to Gorgias mailbox configurations. We flag cases where the source Infoset plan limits mail account count (1 on basic, 3 on professional) and alert the customer where the number of mail accounts requires plan adjustment before or after migration. Mail routing rules from Infoset are documented separately for the admin to recreate in Gorgias routing settings.

Infoset chat widget configurations are documented in a written inventory delivered during handoff. Gorgias uses a single unified chat widget with brand-level theming rather than multiple independent widget instances. The customer maps each Infoset chat widget deployment to a Gorgias chat widget configuration and decides whether to consolidate multiple brand widgets into one or configure separate channels within the Gorgias widget. This is a manual rebuild step for the customer's admin.